Ivanti ITSM vs Ivanti Service Desk [EOL] comparison

Why PeerSpot?

Ivanti ITSM and Ivanti Service Desk [EOL] are both solutions in the IT Service Management (ITSM) category. Additionally, 94% of Ivanti ITSM users are willing to recommend the solution, compared to 88% of Ivanti Service Desk [EOL] users who would recommend it.

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Executive SummaryUpdated on Sep 3, 2026

Ivanti Service Desk EOL and Ivanti ITSM are competing IT service management products. Ivanti ITSM seems to have the upper hand due to its robust features and comprehensive system, potentially justifying its higher cost.

Features: Ivanti Service Desk EOL provides essential capabilities such as incident tracking, basic service management, and automatic SLA tracking with email escalations. Ivanti ITSM offers comprehensive features like problem management, change management, self-service, self-heal automation, and configuration management.

Room for Improvement: Ivanti Service Desk EOL could benefit from enhancing its advanced ITIL functionalities, improving integration with categorization schema, and requiring less technical skill for implementation. Ivanti ITSM can improve by simplifying deployment processes, integrating better with third-party tools, and enhancing its AI and automation modules.

Ease of Deployment and Customer Service: Ivanti Service Desk EOL is appreciated for its straightforward deployment, appealing for those seeking swift setup with basic support. Ivanti ITSM, despite its complex deployment, offers more extensive customer service which aids in adapting to its comprehensive system.

Pricing and ROI: Ivanti Service Desk EOL provides a cost-effective setup with faster returns on investment due to simplicity and lower initial costs. Ivanti ITSM has a higher setup cost, but its feature-rich offering promises a higher long-term ROI, addressing detailed organizational needs.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Rajat_Srivastava

Manager - Technical Support at a tech vendor with 10,001+ employees

Has helped streamline ticketing and change management while offering clear documentation support

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

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reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"What I appreciate the most about Automation Anywhere is that the tool is very robust."

"This RPA software has good scalability and stability, is easy to understand and easy to use, even for users who have no experience with automation software."

"Because of this product's features, I would rate Automation Anywhere as a game changer."

"I find the terminal emulator feature very valuable, particularly in how it interacts with IBM mainframe automation."

"Automation Anywhere has led to faster growth in our organization."

"It gives us the capability of leveraging our investments in different applications. I can use Automation Anywhere to tie a number of applications or processes together, without having to do in-depth coding to automate something."

"It is quite strong in the unattended space."

"Automation Anywhere receives high marks for its ease of use."

More Automation Anywhere pros

"It's easy for the IT admins at the company to use. It isn't hard to understand and there are lots of features you can use out of the box. If a feature isn't available in Ivanti Automation, you can always script it."

"Ivanti Neurons for ITSM is a key tool and is very important to my service delivery efficiency."

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."

"The most valuable feature of Ivanti Automation is the opportunity to use more or less any kind of scripting software."

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

"Understand that this product is a great investment."

"The solution's installation depends on its customization. It is easy."

More Ivanti ITSM pros

"Incident management and service request management features are the most valuable."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"Incident management is a valuable feature."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"Ivanti Service Desk gives all the functionality we need."

"The initial setup was quite simple; installing just took a few minutes."

"The tool supports a lot of standard reporting KPIs."

More Ivanti Service Desk [EOL] pros

Cons

"Excel, Outlook, and Word automation are very difficult with V11."

"Reliability and error handling should be improved."

"AI would enable improved automation and faster training times that would be reduced from one month to one week."

"I would like better support. The technical support is mediocre. The support is sometimes really good, and sometimes it is really bad."

"Automation Anywhere could benefit from more in-person support, as they currently maintain only a virtual presence."

"Automation Anywhere should make it easier for developers to manage queues and exception handling. The OCR component could also be better. We have had to use other OCR tools to get information from the account documents."

"The regional distribution in Turkey can be improved."

"The product is good, no doubt about it, but we need the OCR for handwritten documents, the web-based solution, and the licensing has to be improved."

More Automation Anywhere cons

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"Ivanti Automation should deliver more fixed templates for standard use cases or standard procedures."

"I rate Ivanti Neurons for ITSM an eight out of ten because it has many features but needs some improvements."

"There's a lack of integration with other products. This needs to be improved."

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

"Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."

"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."

More Ivanti ITSM cons

"The interface can be improved. It can be made more interactive for self-service users."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"It's not professional support. When we have a problem, Ivanti should investigate."

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"I rated it a six out of 10 because it takes a lot to configure it."

"You must be very technical to configure it."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."

"It's the best RPA tool, but the pricing could be improved."

"It's very good in terms of cost and pricing."

"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."

"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."

"Its cost is good."

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"This solution costs approximately $3,500 USD per license."

More Automation Anywhere pricing and cost advice

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The price is on the higher side. The support is included in the standard licensing fees."

"My customers do direct sales with Ivanti, and they complain that Ivanti Automation is more expensive than other solutions."

"The product is affordable for small businesses."

Information not available

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Outsourcing Company

10%

Manufacturing Company

10%

Financial Services Firm

Construction Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	11
Midsize Enterprise	3
Large Enterprise	8

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

I think the pricing aspect is cost-efficient.

See all answers

What needs improvement with Ivanti Neurons for ITSM?

Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devi...

See all answers

What is your primary use case for Ivanti Neurons for ITSM?

I use this product for patch management, remote access, and endpoint control.

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Ivanti ITSM

September 2026

Download Ivanti ITSM product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Ivanti Service Desk [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

HEAT Service Management, Ivanti Automation

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Ivanti

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Ivanti ITSM offers powerful automation with AI integration, featuring customizable service management solutions like self-service, Self Heal, service catalog, and ticketing systems, supporting incident, change, and asset management.

Ivanti ITSM combines stability, scalability, and cost-effectiveness, providing automation and AI-driven enhancements for handling incidents, changes, and assets. Users highlight its easy customization, user-friendly interface, and seamless integration with third-party tools. Notable for its patch management, endpoint visibility, and powerful workflows, Ivanti ITSM allows tailored service requests and comprehensive IT management, suitable for large and small enterprises. However, it requires enhancements for integration with non-Windows systems and some third-party tools, particularly improving self-service portal, UI, language localization, and support documentation. Configuration requirements, patching, and pricing models are also noted as areas needing refinement.

What are the standout features of Ivanti ITSM?

Self-Service Portal: Empowers users to resolve common issues independently.
Automation and AI: Drives efficiency with automated workflows and AI integration.
Service Catalog: Provides a structured offering of service requests and solutions.
Ticketing System: Streamlines incident tracking and resolution processes.
Patch Management: Ensures up-to-date and secure IT environments.

What benefits and ROI should users look for?

Customizability: Enables adaptation to specific IT needs.
Cost Efficiency: Offers scalable solutions without excessive costs.
Third-Party Integration: Facilitates seamless interaction with existing tools.
User-Friendly Interface: Simplifies adoption and day-to-day use.
Scalability: Supports growing and diverse IT requirements.

Ivanti ITSM is implemented widely in sectors like HR and finance for digital transformation, leveraging ITIL-certified processes and customizable workflows for comprehensive service desk operations. Its integration of intelligent chatbots and central support centers addresses IT needs efficiently, favored by organizations seeking ServiceNow alternatives.

Ivanti

Deliver outstanding IT support services to employees and customers.

Ivanti

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Buyer's Guide

IT Service Management (ITSM)

September 2026

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